EMEA Moderation Quality Assurance Specialist in England

Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Moderation Team is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.

We are looking for a Moderation Quality Assurance Specialist role to analyse moderation quality performance, evaluating the delivery quality of BPO sites, provide in-depth RCA for critical issues as well as the implementation of effective action plans.

Roles & Responsibilities

• Content Review & Analysis
  • Conduct comprehensive review and analysis of sellers, products, content and Intellectual Property Rights (IPR) to ensure compliance with platform policies.
  • Perform daily quality assessments of moderation decisions across multiple content categories.
  • Identify patterns and trends in content violations through systematic data analysis.
  • Review and evaluate the accuracy of content moderation decisions made by BPO teams or machine moderation.
• Quality Assurance & Process Improvement
  • Help build quality assessment processes and conduct quality assessment work by ensuring and evaluating the delivery quality of the sellers, products, IPR, and contents reviewed.
  • Participate in the development of quality inspection standards and continuously optimize the processes and platform.
  • Conduct root cause data analysis and provide insights and key actions to improve processes.
  • Develop and implement quality metrics and KPIs to measure moderation effectiveness.
• Policy Enhancement & Compliance
  • Enhance moderation policy and work closely with local operations and policy teams.
  • Provide recommendations for policy updates based on content review findings.
  • Ensure adherence to regional regulatory requirements and platform standards.
• Stakeholder Management & Reporting
  • Prepare detailed quality reports and analysis for management review.
  • Collaborate with cross-functional teams.
  • Conduct calibration sessions with BPO teams to ensure consistent application of moderation policies.
• Root Cause Analysis & Action Planning
  • Perform in-depth RCA (Root Cause Analysis) for critical moderation issues and provide detailed insights on quality gaps.
  • Develop and implement effective action plans to address identified quality issues.
  • Track and monitor the effectiveness of implemented corrective actions.
  • Create case studies and learning materials based on quality analysis findings.

Qualifications

• Education & Experience
  • Bachelor's degree or above.
  • Minimum 3 years of hands-on and in-depth experience in e-commerce safety and quality analysis is a must.
  • Proven experience in content moderation, quality assurance, or trust and safety operations.
  • Experience working with BPO teams preferred.
• Language & Communication Skills
  • Fluency in English is a must. Knowledge in another European language is a plus.
  • Excellent coordination skills and communication skills across multiple cross-functional teams to build plans and projects.
  • Strong written and verbal communication skills for reporting and stakeholder management.
• Technical & Analytical Skills
  • Ability to digest large data sets/policies in a cohesive and actionable manner.
  • Familiarity with office software such as Excel, Word, PowerPoint, etc.
  • Strong analytical skills with experience in data analysis and reporting.
  • Basic understanding of SQL or data visualization tools is a plus.